Human Services Quality Framework
Standard 4 Safety, Wellbeing & Rights
Insert name of organisation
Policy: Harm response
Policy number:
Date adopted:
Authorised by:
Date last reviewed:
Reviewed by Insert name of
Date of next review:
officer, position title
Refer to Section 6 below for information on the process for policy review.
Policy context: This policy relates to:
Human Services Quality Framework
Standard 4(Safety, wellbeing & rights)
Indicator 2: The organisation proactively prevents,
identifies and responds to risks to the safety and well
being of people using services.
Indicator 3: The organization has processes for
reporting and responding to potential or actual harm,
abuse and/or neglect that may occur for people using
services.
Other standards
Insert other accreditation systems that apply
Legislation or other requirements
Insert legislation that applies
1. Purpose: Why do we have a harm response policy?
Clients may experience or be dealing with the consequences of actual or potential harm
during their involvement with our service. These incidents may be directly or indirectly
related, or entirely unrelated, to our service provision.
Whatever the circumstances, we have a responsibility to our clients to ensure their safety
and to minimise the effect of harm through prompt and appropriate action. It is essential
therefore that we have clear guidance for how to respond in the most appropriate and
effective way when the safety or wellbeing of a client is compromised.
You may wish to write your own purpose statement for your organisation.
Otherwise, refer to section 1 of the harm response policy template guide for
questions to consider when customising this section.
2. Scope
This policy will apply to Indicate which clients, stakeholders and staff the policy will apply to.
Are there any limits or conditions on the way the policy applies to some people?
Refer to section 2 of the harm response policy template guide for questions to
consider when customising this section.
3. Policy statement: Our commitment
Insert organisation name is committed to protecting the safety and wellbeing of our clients
at all times, and to respond promptly and appropriately to allegation of actual or potential
harm arising out of our service or disclosed to our service. Specifically, we will:
Human Services Quality Framework

Standard 4 Safety, Wellbeing & Rights
What will your organisation do to implement this policy? List your actions below. These will
be reflected by and further described in your procedures
Your organisation may wish to develop its own policy statement. Otherwise, refer
to section 3 of the harm response policy template guide for examples to consider
when customising this section.
4. Procedures
Your organisation may wish to develop its own statements about its procedures.
Otherwise, refer to section 4 of the harm response policy template guide for
examples to consider when customising this section.
4.1 Managing critical incidents
The steps we follow to manage any incident where harm has or could have occurred to
clients are:
•
•
•
•
•
•
Outline the steps followed (and reference related critical incident procedures or
workplace health and safety policy)
List any particular situations where there are specific procedures in place, including
standard reporting formats
List where allegations, incidents and disclosures of harm, the response and the
outcome are recorded. Who completes these reports and what is the timeframe?
Where can electronic copies be found? Where are completed records filed?
Indicate who is responsible for completing incident reports, what is included in each
report, whom the report goes to, and any agreed timeframes for reporting and taking
action
List the types of situations where other agencies or third parties need to be notified,
and protocols in place for making reports and seeking a response or action from a
third party
How are critical incidents reviewed and used to make service improvements?
Refer to section 4.1 of the harm response policy template guide for examples to
consider when completing this section.
4.2 Responding to a disclosure of harm or potential harm arising outside our service,
including a risk of suicide or self harm:
•
•
•
Describe in detail the steps you will follow in each case of disclosure of actual or
potential harm
Explain how you will ensure the best interests of the client, take account of their
views at all times, and provide them with adequate support
Explain also when you will refer the matter to another agency or seek expert advice
to respond well to the needs of the client
Refer to section 4.2 of the harm response policy template guide for examples to
consider when completing this section.
Human Services Quality Framework
Standard 4 Safety, Wellbeing & Rights
4.3 Special guidelines for responding to and recording incidents and allegations of harm to
clients where we have specific legal or contractual obligations:
•
Describe any specific protocols you must follow in special cases, where you have a
legal or contractual obligation to report information, or seek expert help
•
List the relevant legislation or contracts in each case and describe in detail the steps
that you must follow to meet your obligations
Refer to section 4.3 of the harm response policy template guide for examples to
consider when completing this section.
5. Other related policies and procedures
Documents related to this policy
Related policies
List related policies
Forms or other organisational
documents
List other organisational documents
Refer to section 5 of the harm response policy template guide for examples to
consider when completing this section.
6. Review processes
Policy review frequency: Indicate how often this
Responsibility for review: Indicate who will
policy will be reviewed
review this policy
Review process: Describe how the policy will be reviewed
Documentation and communication:Describe how the policy decisions will be documented and
communicated
Refer to section 6 of the harm response policy template guide for examples to
consider when completing this section.